Outside-In customer journey mapping – Dacorum Borough Council Property Services

Dacorum Borough Council

The customer always comes first at Osborne Property Services.

This is easy to say, but much harder to do. An example of just how important it is for our customers to have a positive experience working with our contact centre teams and operatives is through the key feedback technique we’ve implemented.

‘Customer journey mapping’ allows us, from a customer point of view, to examine the experience they will have in a typical dealing with Osborne. To arrive at the outcome, we don’t just put ourselves in customers’ shoes – we let customers tell and show us what they think.

To gain a better understanding we ran focus groups with customers to ask how our services supported their needs as well as discuss any positive or negative experiences they’d had from the service.